Operations Key Account Manager

ESSENTIAL DUTIES & RESPONSIBILITIES:

Program & Project Leadership:

• Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.
• Drive process improvement and service enhancement initiatives to increase operational efficiency customer satisfaction and profitability.
• Track project milestones identify and mitigate risks and provide regular status updates to leadership.
• Develop and maintain documentation workflows standard operating procedures and playbooks to support consistency and scalability.

Performance Management & Reporting

• Monitor operational performance metrics including internal and customer-facing KPIs.
• Partner with analysts to develop dashboards reports and performance insights that support data-driven decision- making.
• Identify opportunities for account growth process optimization and continuous improvement.

Scope of Responsibility:

• Oversee customer support activities related to international shipments collaboration with cross-functional teams across the region.
• Address and resolve customer service issues while ensuring alignment with business and operational objectives.

Team Collaboration:

• Collaborate closely with Operations IT Product and Customer Service teams to enhance service quality and customer experience.
• Provide feedback to account managers regarding recurring service challenges customer concerns and improvement opportunities.
• Continuously strengthen customer service practices issue resolution strategies and process improvement initiatives.
• Support and lead special projects as assigned to meet evolving business needs.

Other Skills/ Abilities:

• Excellent organizational skills
• Excellent written and verbal skills including presentation skills
• Strong computer skills including Microsoft Office suite
• Detail oriented able to multitask and meet deadlines
• Self-motivated able to work in a team and independently
• Strong problem-solving and interpersonal skills
• Troubleshooting and problem resolution skills
• Leads by example
• Sense of urgency
• Creative
• Responds easily to changing demands

Required Experience:

IC